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Scaled Customer Success Manager - Remote Eligible
Establish a baseline and build out the scaled customer success program for NAM customers.
Remote
Mid-Level
3 weeks ago
✨ About The Role
- The Scaled Customer Success Manager will manage a broad portfolio of customers in the NAM region.
- This role involves engaging with customers at critical points in their journey to ensure their success.
- The candidate will help evolve engagement strategies that improve time-to-value, retention, and growth for customers.
- They will identify opportunities to implement scalable initiatives that enable customer time to value.
- The role requires defining critical measures and metrics for scaled customers and knowing when to rally the team for support.
- Collaboration with internal product, subject matter experts, services, and solutions teams is essential.
- The candidate will iterate and test scale program initiatives while tracking results from customers.
- They will also partner with sales teams to develop expansion opportunities.
âš¡ Requirements
- The ideal candidate will have at least 2 years of experience in a Customer Success or related role within the SaaS industry.
- They should have a proven track record of developing and executing customer success strategies, particularly for scaled programs.
- A passion for driving product adoption through change management strategies is essential, both on a one-to-one basis and at scale.
- The candidate must be capable of managing a large portfolio of customers efficiently, ideally with experience handling 30 or more accounts.
- Strong communication and interpersonal skills are necessary to build rapport and trust with clients at all organizational levels.
- Experience in collaborating across functions to identify and mitigate risks in client accounts is highly beneficial.
- A background in data management, data discovery, data governance, or related fields would be advantageous.
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